How to Deal with a Complaint
A 2-hour course navigating each stage of a complaints process, from first contact to resolution, and drafting a response that's honest without making things worse.
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Course Content
Is this you?
We wrote this for three kinds of professional. Most people reading this are at least one of them.
You've received a complaint and aren't sure how to respond
The instinct to over-explain or become defensive is understandable, and often counterproductive. This course teaches a better approach.
You want to understand the stages a complaint actually goes through
Knowing what happens next reduces the anxiety of the unknown and helps you respond appropriately at each stage.
You're drafting a response and want it to land well
A well-judged response can resolve a complaint early. A poorly judged one can escalate it. This course covers the difference.
What it covers, and why
Course description
A 2-hour course navigating each stage of a complaints process, from first contact to resolution, and drafting a response that's honest without making things worse.
Why it's relevant
How a complaint is handled in the first days often matters as much as the substance of the complaint itself. A defensive or poorly judged response can escalate a situation that a calm, proportionate one might have resolved early.
How it improves your practice
You'll finish understanding each stage of a typical complaints process, what's genuinely expected of you at each one, and how to draft a response that's honest and accountable without being defensive or making the situation worse.
What it covers
- Understand each stage of a complaints process and what's expected at each
- Draft an honest, well-judged response that doesn't make things worse
- Recognise when early resolution is possible versus when a complaint needs to run its course
Who it's for
Any UK healthcare professional, regardless of regulator, GMC, NMC, GDC, GPhC, HCPC, GOC, GCC, or GOsC. The fitness to practise process shares the same shape across every UK regulator, which is why this course is built to be genuinely regulator-neutral. Part of the wider CrownEthics library of CPD courses.
Related courses
This course stands on its own, and pairs naturally with the rest of the Fitness to Practise series shown above. Every course is standalone and priced individually.
Everything included
Self-paced online course, around 2 hours
A final assessment with unlimited retakes
Downloadable certificate of completion, permanent access
Reviewed by qualified professionals for accuracy
No expiry, revisit any time
All seven fitness to practise courses, one price.
Each course in the series builds on the others, from understanding a concern to avoiding one. Buy the full bundle and get every course, with a certificate for each.
Questions about this course
Will this course help me draft a response to a specific complaint?
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Does responding well actually reduce the chance of escalation?
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Does this course count as CPD?
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How does this pair with the "How to Avoid a Complaint" course?
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What's the single most common mistake people make when responding to a complaint?
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Can a well-handled complaint response actually prevent further escalation?
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Why take this course if I've never received a complaint?
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Does this course help with verbal complaints too, not just written ones?
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Still have a question? Email us and we'll get back to you.
